CHRISTOPHER G. BAKER 301-***-****

addbl7@r.postjobfree.com

Centreville, VA

SUMMARY

Professional with 10+ years of experience in order implementation, billing research and project management. Met and exceeded team goal revenue of $3.2 million each year in billing recovery. Expertise includes processing customer billing disputes and open system issues with IT and escalating circuits issues to the appropriate department.

Proficient in Microsoft Office products, Microsoft SharePoint, Windows 7, OrderPro, Intrado-Pro, COMS, Netcap, Stamps, Oracle, VDDS, UOTM, FTS2001, Salesforce, Broadsoft, Broadworks and SingleView billing.

EXPERIENCE

CenturyLink Communications

Technical Project Manager II Jun 2017-Feb 2020

Responsible for coordinating service delivery and providing leadership and management to vendor staff that install equipment at various customer locations. Also responsible for the coordination of site surveys, installations and activations of Service Enabling Devices (SEDs) and closing out SED orders once they are completed and ready for customer billing.

• Provided status updates to management and customers as required.

• Scheduled site surveys as requested.

• Provided weekly status updates of projects or as requested by supervisor or project leads.

• Managed and coordinated projects from inception through completion.

• Kept detailed records of daily work/project activities for future reference.

• Ensured the successful completion of customer project requirements.

• Coordinated installs for various types of circuits to include but not limited to intranet, DS3s DS1s and VOIPs.

• Coordinated and moderated site activations and took accurate and detail notes for customer records.

• Created price quotes for third-party vendors to be charged for each site visit.

• Maintained spreadsheet and share drive with new and scheduled orders.

• Contacted customers to resolve issues when they arise.

• Processed return of decommission equipment to be returned to warehouse. Vonage Business - Access Management & Implementation Service Delivery Operations Specialist Feb 2016-Mar 2017 Responsible for ordering various access circuits, T1s, fiber and broadband DS3s and working with finance and sales to quote circuits for optimal finance options.

• Reviewed orders to ensure diversity in terms of location, price and choice of LEC and LD carriers.

• Verified data on orders for completion and accuracy (circuit IDs, bandwidth requested, billing information and contact information).

• Compiled and formatted a multi-order spreadsheet for more efficient order processing.

• Processed, coordinated and followed up on service delivery project activity for circuits’ delivery.

• Reviewed opportunity for approval or rejection of circuit request.

• Served as primary point of contact for vendor processing ASRs via VFO.

• Used vendor web portals, bills and CSRs for circuits and billing information.

• Tested all point-to-point customer access circuits with CLEC partners.

• Coordinated with service delivery project managers to order all customer access circuit extensions.

• Facilitated all end-to-end access circuit testing with field engineers.

• Ensured that circuits are delivered in a timely fashion by following up with the carriers.

• Escalated circuits as needed to reduce risk of not meeting specified delivered intervals.

• Submitted all disconnection notices to the carrier to minimize costs without revenue.

• Managed customers’ inventory to ensure accuracy. Verizon Federal

Billing Analyst Jun 2014-Dec 2015

• Acted as a liaison between the customer and DoD Sales team for all billing and account receivable issues.

• Kept abreast of new procedures and guidelines with government regulations to meet customers’ needs.

• Informed management of changes and provide recommendations to the Implementation team.

• Compiled and audited customers’ inventory for accuracy.

• Identified billing errors and worked with other internal departments such as Rate Maintenance, IT, Contracts, Billing and Finance to resolve errors in a timely manner. Service Order Implementation Jun 2007-Jun 2014

Responsible for service implementation for large federal agency (DOD, DOE, HHS, DHS, Army, Navy and Air Force) projects under the Verizon Federal Program Management Office (PMO) with a focus on project order development and implementation.

• Processed and managed services on large federal accounts on various services under the Verizon PMO order entry hub. Those included installs, disconnects, changes and upgrades on different services such as ISDN PRI, toll free, combined services, VOIP, VBNS, PIP and frame relay circuits.

• Researched billing issues related to services in COMS, resolved OE billing from previous orders, and worked with various Verizon services on ticketing issues (BMIS) from beginning to end to ensure successful order management from beginning to end.

• Managed the order mailbox, checking and assigning work orders to order entry representatives.

• Used systems such as TCOMS, COMS, F&E, EZStatus, VRD, ProQuest UOTM and Prime Biller.

• Provided technical service support to managers, project managers and customers to ensure all service installations were completed and customers’ service delivery dates were met.

• Provided training on several products such as combined services, ISDN/PRIs and toll free services.

• Delivered excellent customer service and provided accurate and on time service to all customers.

Service Implementation (Aerotek Contractor) Mar 2006-May 2007

• Supported DOD agencies such as Coast Guard, DHS and US Air Force.

• Processed toll free, ANI, calling cards and ISDN/PRI services.

• Assisted billing representatives with researching billing issues.

• Opened and resolved customer trouble ticket issues. Aerotek Professional Staffing Services

Call Center Representative May 2003-Mar 2006

• Sold insurance policies.

• Called various large and small businesses to sell products and services.

• Learned and sold products within a short time and was awarded top sales representative. HONORS, AWARDS & ACHIEVEMENTS

• Received outstanding customer service recognition for Project coordination - Verizon

• Awarded team recognition for billing and $1.5 million in revenue and collections - Verizon

• Received outstanding service delivery team recognition - Vonage Business

• Awarded outstanding customer service delivery and meeting customer SLA’s award - CenturyLink Communication

EDUCATION

BS Communications (media production and advertising concentration) George Mason University, Fairfax, VA

Associate Degree - Computer Technology and Programming Southwestern Christian College, Terrell, TX

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